At first I was a bit apprehensive about your response after someone quoted the middle sentence in that message, but it's a fair comment - you want VIP players who are actually going to spend money, not just squeeze a little bit of extra juice out of an old account that they played years ago. Some people find indepth questioning or trying to socialize hard though, which might be one reason they've turned to online betting because they are seeking minimal interaction. It's a hard balance between asking all the necessary questions up front (how much do you spend weekly? when was the last time you bet? what's your favorite game type?) and trying to capture people into the program by presenting it as a quick transfer process. Maybe just soften your response, as a casino I'm sure you're well aware that sometimes people like to test the water before diving in, so a few free bets.. akin to the welcome bonuses you probably offer already, can be good for growing your customer base long term